we've never had it so good
DESCRIPTION
A talk I gave at UX Australia in August 2011 about how technology has impacted our experiences & affected our expectations.TRANSCRIPT
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We’ve Never Had it So Good
UX Australia26th August 2011
John Walsh
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Senior Interaction Designer
&
Technology geek
- Been working in the digital space for 12 years- Seen lots of change in 12 years - both in our space & the tech world- We’re all users of technology- We all care about UX
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1968 2011
- Encapsulates the pace of change- Today’s impression of tomorrow’s technology can sometimes miss the mark- “Wow, that’s amazing - look what we can do”- What we have lets us do so much more- I see technology as an enabler; of us, of better experiences- Wanted to explore technology’s impact on those experiences
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Experiences
&
Expectations
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Experiences
Technology’s impact on our
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Booking travel
- Something we’ve all done- Many people will have traveled here this week- Think of the experience as it is today
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Research Book Prepare Go
The Internet
Smartphones
Tablets
Aggregation
Flight Tracker
Destination Reviews
Forums
Computers
TV
Online BookingLatest Travel News
RSS
Social Media
Price Alerts
Broadband Connection
- A simple representation of the experience- Think of the different technologies you use- What’s the experience like without this technology?
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1981
= 9 8
- Almost all technology today doesn’t exist- Hands up if you feel old?!?
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Research Book Prepare Go
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Research Book Prepare Go
• Destination
• Price
• Package/DIY
- A longer, less convenient experience compared to today
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Research Book Prepare Go
• Paperwork
• Payment
• Visa
- Pen & paper- Payment is physical- Visa is physical
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Research Book Prepare Go
• Insurance
• Vaccinations
• Currency
- Shop around?- No wikipedia- Good price for currency?
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Research Book Prepare Go
• Delays
• Changes
• Check-in
- Changes in flight details
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Research Book Prepare Go
- Fair to say the experience is better, more convenient, faster today - because of tech
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- Another experience made better by tech - your experience now!
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We’ve Never Had it So Good
- But we probably only realise it when tech is taken away
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Louis CK
- Only when we look back do we realise how things have changed
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http://www.youtube.com/watch?v=itn8TwFCO4M
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improve experiences
Advances in technology
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Enables
Empowers
Enhances
Technology
- Better, more convenient ways of doing things- Us as consumers- The overall experience- What does this mean for us as people who care about UX?
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More opportunities
To engage
To surprise & delight
To innovate
- FOR US:- To go beyond consumer expectations- This is what excites me!
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More touchpoints
(Push) Alerts
TV
Websites
SMSMobile Apps
Social Media
Call CentresAggregation Services
Smartphones
Tablets
ATMs
- FOR US & BUSINESS STAKEHOLDERS:- More ways of making things better- Improving experiences
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improve experiences
Advances in technology
- It becomes clear how much when we take that technology away- What about expectations then?
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Expectations?
What does technology do to our
- More Louis!- Demonstrates how tech shapes our expectations- The sense of entitlement technology gives us
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http://www.youtube.com/watch?v=itn8TwFCO4M
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to be there
Consumers expect technology
- Would you buy a flight from an airline that had no online booking capabilities?- Bank with no IB?- If it’s not there, it affects the experience & therefore our perceptions
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to work
Consumers expect technology
“Gah!”
- How many ‘give it a second’ moments do you have?- How often does tech frustrate you?- When it doesn’t, again it affects the experience & therefore our perceptions- What does this mean for us as UX people?
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Conceive well
Integrate seamlessly
Execute flawlessly
Meet expectations
- This is the minimum we should be doing- Behind the scenes: minimise errors etc.
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Surprise & delight
Innovate
Exceed expectations
FOR US:- This is what excites me - as a consumer & UX person
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The past Today The future
?
- Where would we be without today’s technology?- What’s next?
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Thanks!@jammylammy
UX Australia26th August 2011
- Questions?